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University of North Carolina School of the Arts
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14 Chapter Quiz - Personal Selling and Customer Service
1.A professional salesperson: 1. may negotiate prices or diagnose technical problems when a product doesn't work well. 2. 3. 4. 5. doesn't try to "sell" customers, but rather tries to help them satisfy their needs. is a representative of the whole company. is responsible for feeding back information about customers and competitors. All of the above.
Feedback: LearnObj: 1 Pages: 351-352 2.Which of the following is an accurate description of the sales task listed? 1. Supporting: routinely completing sales made regularly to target customers. 2. 3. Order getting: confidently seeking possible buyers with a well-organized sales presentation designed to sell a good, service, or idea. Order taking: developing goodwill, stimulating demand, explaining technical aspects of product, training the intermediary's salespeople, and performing other specialized services aimed at obtaining sales in the long run. All of the above are correct. None of the above is correct.
Feedback: LearnObj: 2 Page: 353 3.Order-getting salespeople would be required for which one of the following jobs? 1. Helping a buyer plan and install a computer and software for use as a website server. 2. 3. 4. 5. Helping drug retailers figure out better ways to display and promote their products. Seeking orders from supermarket buyers for a new brand of high protein diet supplement that has been added to the company's line. "Helping" an indecisive consumer in a supermarket select the kind of meat she should buy for dinner. Handling a complaint from a furniture store about a shipment that is late.
Feedback: LearnObj: 2 Pages: 353-354 4.Which of the following types of salespeople is essential for selling installations to producers? 1. Order takers
2. 3. 4. 5.
Missionary salespeople Customer service reps Order getters Technical specialists
Feedback: LearnObj: 2 Page: 353 5.Chemco, Inc., a three-year-old producer of chemicals, has just hired a manufacturers' agent. The agent 1. is probably replacing a company order getter who built up the territory. 2. 3. 4. 5. should assume that Chemco won't ever hire its own sales force for the territory. may lose the business when the territory gets to the point where it can be handled by an order taker. All of the above are equally likely. None of the above is a good answer.
Feedback: LearnObj: 2 Page: 354 6.A good sales manager knows that: 1. order takers usually do very little aggressive selling. 2. 3. 4. 5. order takers can be used by wholesalers--but not by producers. order getters complete almost all sales in our country. whenever possible, order takers should be replaced by order getters. All of the above.
Feedback: LearnObj: 2 Page: 354 7.Mark Johnson's business card says he is a "Customer Service Representative" for OceanView Metal Industries--a wholesaler of standardized steel components used in construction. Mark answers customer questions about the firm's products and arranges for routine orders to be sent to the customer's construction site. It appears that Mark is primarily: 1. a missionary salesperson. 2. 3. 4. 5. a technical specialist. an order taker. an order getter. none of the above.
Feedback: LearnObj: 2 Page: 355 8.Andrea Mercer is tired of being a manufacturers' agent of accessories sold through merchant wholesalers. She is willing to accept a lower income for less travel and stress. She also wants to continue selling in the same industry so that her experience and business degree will not be wasted. Andrea should look for a job as a: 1. producer's order getter. 2. 3. 4. 5. wholesaler's order taker. retail order taker. technical specialist for a manufacturer. None of the above fits her needs.
Feedback: LearnObj: 2 Page: 355 9.Missionary sales reps: 1. are order takers. 2. 3. 4. 5. are sales reps in training. are customer service reps who resolve problems after purchases have been made. help train intermediaries' salespeople and set up retail displays. do a lot of aggressive selling.
Feedback: LearnObj: 2 Page: 355 10.A large appliance manufacturer has adequate wholesale and retail distribution--but is concerned that the intermediaries do not push its products aggressively enough--because they also carry competitive lines. The manufacturer should hire some: 1. missionary salespeople. 2. 3. 4. 5. order getters. order takers. technical specialists. customer service reps.
Feedback: LearnObj: 2 Pages: 355-356 11.Gloria Highnote works for CD Wholesale. She CD's helps retailer-customers set up their cooperative advertising, helps train the retailer's salespeople, and gives CD feedback on how sales promotion ideas are working. Gloria is: 1. a technical specialist. 2. a customer service rep.
3. 4. 5.
an order getter. an order taker. a missionary salesperson.
Feedback: LearnObj: 2 Page: 356 12.Which of the following statements is FALSE? 1. Team selling involves different specialists--to handle different parts of the selling job. 2. 3. 4. 5. A major accounts sales force is used to sell to small retailers who are not covered by wholesalers in the channel. Carefully selected sales territories can reduce the cost of sales calls. The first step in deciding how many salespeople are needed is to estimate how much work can be done by one person in some time period. Telemarketing provides salespeople with many of the benefits of a personal visit--including the ability to modify the message as feedback is received.
Feedback: LearnObj: 4 Page: 359 13.Allied Corp. has found that an effective salesperson should call on each account about six times a year and spend about two hours per sales call. Every salesperson works a 40-hour week and takes off two weeks for vacation each year. A salesperson must spend half of the time on travel and administration. Approximately how many salespeople does Allied need to service 500 accounts? 1. 12 2. 3. 4. 5. 30 2 6 There is not enough information to determine the answer.
Feedback: LearnObj: 4 Page: 361 14.Which of the following is a good example of a sales technology? 1. spreadsheet analysis of scanner data 2. 3. 4. 5. electronic slide show for a sales presentation software for shelf space management order status information available over the Internet all of the above
Feedback: LearnObj: 5
Page: 363-364 15.Regarding sales force training, 1. it is rarely necessary to take a successful and experienced sales rep out of the field for a training program. 2. 3. 4. 5. every new sales rep should go through all parts of a firm's training program, so that nothing is missed. training programs should focus on company policies and product information, since sales presentation skills are best learned in the field. All of the above are true. None of the above is true.
Feedback: LearnObj: 6 Page: 365-366 16.With regard to the level of compensation for salespeople, a marketing manager should recognize that: 1. order takers generally are paid more than order getters. 2. 3. 4. 5. the appropriate level of compensation should be suggested by the job description. a good order getter will generally be worth less to a firm than a good technical specialist. the firm should attempt to pay all its salespeople at least the going market wage for order getters. salespeople should be the highest-paid employees in the firm.
Feedback: LearnObj: 7 Page: 366 17.A sales manager's CONTROL over his salespeople: 1. is strongest with order getters who are paid on straight commission. 2. 3. 4. 5. cannot be obtained with combination plans. can be the strongest with a straight salary plan. is small; it's the responsibility of the marketing manager. is not too important if the salespeople regularly meet their sales quotas.
Feedback: LearnObj: 7 Page: 367 18.The sales manager of the Retro Butterfly Chair Corp. wishes to compensate his sales force in a way which will provide some security, incentive, flexibility, and control. The company should offer its sales force: 1. straight salaries. 2. straight commissions.
3. 4. 5.
a combination plan. a value plan. a bonus plan.
Feedback: LearnObj: 7 Page: 366 19.Paige Whaley works as a telephone salesperson for a newspaper. She calls new residents in the city to try to get subscriptions for home delivery. Which of the following types of sales presentation should she use? 1. Prepared sales presentation. 2. 3. 4. 5. Selling formula approach. Consultative selling approach. Customer service approach. Sales quota approach.
Feedback: LearnObj: 8 Page: 370 20.Dale Jetta sells life insurance. The company provides a list of prospects and Dale starts each sales call by asking the potential customer to explain his or her financial goals. Dale is probably using the 1. selling formula approach. 2. 3. 4. 5. consultative selling approach. canned presentation approach. target market approach. missionary approach.
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